Customer Service Practice Test Questions and Answers Graded A

Customer Service Practice Test Questions and Answers Graded A When providing quality customer service, the key to making the puzzle come together is "___________". You How is positive customer service defined? Help each customer the best you can and make sure each customer leaves happy. Good customer service is described as "engaging each customer in a manner that..." (select two) meets the customer's needs to the best of the company's abilities is engaging and thoughtful What is principle one of positive customer service? Customers are the focus of our business According to principle one, our customers are Not just a statistic but people with unique needs just like you and me What is principle two of positive customer service? We have to know who are customers are What are the four types of job seekers that we serve in the workforce offices? First time workers Want or are required to change careers Trying to advance in their career Have job-want to start a career Who else (other than job seekers are our customers)? Businesses Schools Community partners colleagues co-workers What is principle three of positive customer service? Appear friendly, smile and talk directly to customer According to principle three we must ___________ and __________ directly with our customers smile/ talk Part of principle three is to smile and talk directly to the customer. We must make sure that we are engaging the customer with a attitude, even if we are having a bad day. positive How do we appear friendly on a bad day? We have to take it What is principle four of positive customer service? Do not take it personally Mary works at the front desk of the One-Stop Career Center. She meets with hundreds of customers each day, including unhappy job seekers and those who have lost their jobs. Today, she has heard from a lot of sad people today. But, she remembers principle three of positive customer service and takes it one customer at a time. She serves each customer individuals by Smiling and talking directly to each customer responding to the customer's needs What is one of the ways that you can be courteous to a customer? List them below. (These are in the training materials, under principle five) •One: Greet your customers with a smile • Two: Use the customers name and give your name as well • Three: Do not answer the phone while talking to a customer • Four: Do not meet or drink while meeting with a customer • Five: Listen and make sure that you are List five ways that you can be to customers. (These are in the training materials, under principle five) •One: Greet your customers with a smile • Two: Use the customers name and give your name as well • Three: Do not answer the phone while talking to a customer • Four: Do not meet or drink while meeting with a customer • Five: Listen and make sure that you are responding to the customer's needs Principle six of positive customer service requires workforce professionals to use positive communication skills. Finish this statement appropriately. According to principle six, you should always greet customers with a smile What are ways that you can show you are actively listening and paying attention to customers? Use open body language Use eye contact Make sure you are not thinking about what you're going to say next Do not interrupt Positive reactions Why shouldn't you interrupt a customer when they are talking according to principle six of positive customer service? How do you show a customer that you are truly listening? Megan is working with her customer. She is completing a career plan. Her coworker walks into her office to talk to her about lunch. She knows that principle six of positive communication states She should politely ask her coworker to come back when she has finished the appointment with her customer because her customer is her first priority. Principle six is to use positive communication skills both when you are on the phone and when you are meeting with the customer in person. Slide 19 provides methods for using positive communication skills. Make sure that you a. Greet the customers with a *smile b. Make sure that you speak *clearly and face the customers when you speak with them. c. Use every day, *customer-friendly language When leaving a message, principle six states a good rule to work by is to think "what would happen if someone else ______________________________________." heard or read this message Sam works with the region answering phones. He answers about 300 calls each day. He directs the phone calls to a variety of places, but he also answers questions, counsels customers, discusses non-compliance, and listens to complaints. It is a very tedious job. Why should Sam always answer the phone with a smile? Because customers can tell when you are not smiling What are ways that you can show you are listening and paying attention to what the customer has to say? Use open body language Use eye contact Do not be per-occupied thinking of what of you will say next Do not interrupt Show that you are engaged through positive reactions Do not leave __________ information on voice mail messages. Do not text ____________ information over the phone or by Twitter. confidential Keep messages to customers emotion free, short, concise, clear, and dated What element is this message missing? This is Sally Smith. Sorry I missed you at our appointment. Please call me at XXX-XXXX. Thank you. A date and time Finish this sentence with the best statement based on positive customer service principle one, "our customers are..." The reason why we do our work April works as a case manager at the One-Stop Career Center. She has been seeing customers back-to-back all day long. A customer has just walked in the door without an appointment. She wants to help the customer, but she has not had lunch or completed her time sheet for the past week. She thinks to herself, "oh well, the customer won't mind if I eat and work while talking to her." What principle is April breaking? principle 5-she is not being courteous Donna is working with her Welfare Transition participant to create a career plan. Donna begins by telling James, "today, we are going to create an IRP, required by PRWORA, a 1996 law. It will outline the hours you have to complete to keep your TCA." James begins to scratch his head. He thinks, "I thought this was about building a career. Donna continues, "if you do not do your hours, turn in your time sheets each week by fax and meet with me each month, your case will be sanctioned." Now he is really confused. What principle did Donna break? principle 6-she is not using good communication Perry works in the Resource Room and is scheduling a time to meet with Madison, a customer who needs help updating her resume. He leaves a message stating his full name, his phone number with the name of his business. He speaks slowly so she can write down all of the information when she listens to the message. He also leaves the date and time he called. Perry has met the requirements of positive customer service principle six because his voicemail message is short, concise, clear and dated If you need to leave a caller on the phone line, it is courteous to give the caller an option of ___________ or being __________ ___________. waiting, called back If you have to leave the caller to help someone else, excuse yourself and place the customer on _________. hold What steps do you take to transfer a call? Step 1: Tell the customer why you are transferring him or her Step 2: Let the caller know who you are transferring him/her to Step 3: Give the customer a direct phone number of the staff member you are transferring him/her to in case he/she gets cut off. What is principle eight of positive customer service? pay attention to customers needs and be responsive to those needs Sally walks into the One-Stop Career Center for the Résumé Workshop. She is very excited about the session. She wants to get the résumé completed so she can attend the County Job Fair. The staff member at the greeting station states the session will be in the back classroom and points to the back door. Does this meet principle eight? ____ no-because she didn't go the extra mile What is principle nine of positive customer service? Don't make promises you can not keep What is principle ten of positive customer service? Look for ways to improve Crystal comes to her case management appointment. She has not completed any of her required activities. She is not talking but sitting in her chair with her arms crossed and staring straight ahead. She does not answer any questions about why she missed her activities or failed to turn in her paperwork. Her case manager waits. Finally, she says quietly, "I don't care, just do what you have to do so I can leave." She crosses her arms. What type of customer is Crystal? Passive Molly is a Supplemental Nutrition Assistance Program (SNAP) recipient. She shows up at the front desk furious that her food stamps were stopped. The person at the front desk is shocked because Molly is yelling and cursing at her. Molly states that the Department of Children and Families has told her that workforce stopped her food stamps. What type of difficult customer is this? Aggressive What are the steps of dealing with difficult customers? Step 1: Identify when customers are being difficult Step 2: Recognize your emotions and that you are also human Step 3: Remain calm Step 4: Seek clarification Step 5: Resolve the issue What is the first step in dealing with a difficult customer? Identify that the customer is being difficult The goal of the difficult or angry customer is to ____________ you or the situation. control When a customer argues and yells at you to get a different response from you, what is this customer trying to do? bait you The goal of an attack is to get you to react in an ____________ manner rather than a ___________ manner. emotional, logical A technique of step 3, remain calm, in dealing with difficult people is to remember that the customer is not angry with you, the customer is angry with the situation What is active listening? Sincere effort to find out what is bothering the customer by hearing what the person is saying and learning about what the person is feeling. Active listening is "hearing to understand" A technique associated with Step 4 of the dealing with difficult customers process is to act as though you are in the process of _______________. Your customers are instructing you about the way they feel, and you are collecting information by asking questions. interviewing? "Whatever", "I don't care" and "That's policy" are Hot Words During a scheduled appointment, Elisa's customer becomes upset and begins to scream at him. Elisa allows the customer to express her feelings, then probes further and summarizes the information. This is Elisa attempting to do which of the following? Ask him questions to seek clarification What are hot words? Words that make people angry Why should we avoid using hot words? because they make people angry